Microsoft Social Listening availability : Microsoft Dynamics CRM Online customers with a minimum of 10 Professional users automatically have access to Social Listening as part of their subscription at no additional charge. Gain insight into service effectiveness with the ability to track and analyze key metrics like SLAs and thresholds. Expanded case management functionality : Enable agents to provide differentiated levels of support with flexible Service Level Agreements (SLAs). Increase impact via automation of business processes and enforcement of business rules across all devices. Enhanced sales processes : Guide sellers toward desired outcomes with enhanced branching logic within your sales processes. Read about Cortana voice commands for CRM in the topic Take a tour of CRM for phones. Note: This feature will be available in English only in markets where Cortana is available. Access CRM records on the go via voice commands : Cortana is now part of Microsoft Dynamics CRM! For customers with Windows Phone 8.1, you can now use conversational voice commands to seamlessly create follow-up appointments, tasks, and phone calls quickly find information view your customer lists and more. This version of the tablet app also includes improved support for disconnected scenarios. Mobile sales improvements : Increase field sales productivity with flexible, role tailored dashboards and analytics, personalized home pages and the ability to navigate by hierarchy. New hierarchical visualizations and roll-ups bring real-time territory and forecasting data to your fingertips. 
Use sales hierarchies : Manage and report on your sales data in a way that maps to your business.Create product families : Boost selling effectiveness with the ability to bundle products and recommend related products for cross-selling/up-selling opportunities.These are just a few of the highlights of what’s coming:
These updates will add enhancements to sales, marketing, and customer service functionality, and will also add features to facilitate marketing and sales team collaboration. The next wave of updates for Microsoft Dynamics CRM and Microsoft Dynamics Marketing is expected to arrive before the end of the 2014 calendar year.
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